Frequently Asked Questions

GENERAL

What is your return/exchange policy?

You can find all the information on returning your item on our Shipping & Returns.

To start a return, please submit a Return Form.

What payment methods do you accept?
We accept Visa, MasterCard, Discover, and American Express. You have the option to pay with PayPal, ShopPay, and Apple Pay.
Are your products ethically produced?
Yes, Alchemy by LA is committed to this policy and conducts business in an ethical, legal and socially responsible manner. This commitment extends to suppliers and other associated external resources with which we chose to do business. 

We purchase goods and services to the highest standards of ethical and environmental trade practices to include the provision of safe working conditions and the protection of workers across our supply chain.

How can I contact you?
Any inquiries about other general information or returns submit a contact form.

Please do not send multiple forms on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please expect a longer response time if emailing over the weekend or holiday(s).


PRODUCT CARE

How do I care for my jewelry?
With the proper care, your Alchemy by LA jewelry can last a long time. Sterling Silver Care: Sterling silver jewelry can be passed down from generation to generation with the right care. We encourage you to wear your silver everyday! Silver that is used regularly needs less care. In rare cases, silver can tarnish when it is exposed to salt, air, and products containing sulfur. But no need to worry, we offer cleaning services!

 

Gold Plated: We encourage you to remove your jewelry before showering, exercising and swimming. Gold Plated jewelry can tarnish when in contact with perfumes, lotions or hair products. Please avoid harsh chemicals such as bleach, oil, jewelry cleaners, or polishing cloths, this can affect the finishing. To help keep your jewelry looking beautiful, store it in a sealed plastic bag or dry cloth bag.

Solid Gold: Solid gold (14k, 22k gold) is a precious metal that will not oxidize or discolor since it is the least reactive metal. The 14k alloy gives our pieces their beautiful, subtle hue. It is also an active lifestyle’s best friend; it scratches less and doesn’t bend or wear out.

Even something as strong as 14k solid gold deserves some loving. To maintain its beauty, scrub lightly with a toothbrush and warm water.


SHIPPING

What if I put in the wrong address?
If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that your address will be changed to the correct address in time. Please submit a contact form.
I never got an order confirmation email and/or shipping confirmation email. What should I do?
An order confirmation email and shipping confirmation email are always sent to the email address you used at checkout. They often times end up in the spam folder, so please check there if you have not done so already. 

We frequently get asked this question by customers who entered a mobile number at checkout, instead of an email address. In this case, please check your texts, as an order and shipping confirmation text will always be sent.
What if my package was returned to sender?
If your package is returned to us for any reason, you will be responsible for paying for the package to be sent out again.
Do you ship internationally?
Yes! We ship worldwide, expect for the following countries; China, Greece, India, Russia, Hong Kong SAR.

ORDER ISSUES

What if I received the wrong item?
If you received the wrong item, please reach out to us using the contact form.
What if the item I received is damaged or faulty?
All of our items are carefully packaged and wrapped individually in protective wrap. All items are thoroughly inspected prior to shipping. However, in the unfortunate case that an item is damaged while shipping, we will happily assist you in resolving this matter. If an Amulet or chain is damaged upon arrival, please fill out a contact form to file a claim. Some items may have variations because they are handmade or vintage.
What if I forgot to put in my discount?
Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed.
Can I use more than one discount code at checkout?
No, you may only use 1 code at a time. If we are running a sale with a code that automatically applies at checkout, that is the best discount we're currently offering.
Why isn't my discount code working?
If your discount code is not working at checkout, it may be expired and no longer valid or there is an automatic discount code that has been applied. Promo codes cannot be combined.
I placed an order before a sale, can I apply that discount to a previous order?
No. Unfortunately, we are unable to make price adjustments once orders have already been placed.
What if I chose the wrong size or metal color at checkout?
If you realize these types of errors on your final orders, please email submit a contact form ASAP. If the order hasn't been shipped, our fulfillment team will do their best to make the switch. We cannot guarantee that your order will be corrected in time.